Role Title: Vice president - Transactional Quality - P&C Insurance

Location: Noida/Pune

Role Overview:

Will manage operations across India, Philippines, and South Africa.
Direct Reporting: 4-5
Responsibilities: Client management, stakeholder management, RFPs, escalations (client-facing & stakeholder-facing).
Strong expertise in P&C domain, well- versed with process improvement, AI&GEN AI
Six Sigma black certified
Client - US/UK
Willingness to travel across locations
Shift: Starts at 2–3 PM IST.

Responsibilities

Accountabilities

Major Activities

Key Performance Indicators

Drive improvement and innovation for value delivery to EXL and Clients

Develop process improvement and transformation strategy aligned to key clients strategic priorities
Support in EXL strategic priorities for driving value capture for EXL
Build a strong QE team to strategize and execute process improvements
Build employee engagement / development programs in line with functional and business vertical plans
Build strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation program

Successful execution of Process Improvement Strategy
Resolve implementations - Identify and execute at least one key transformation project impacting client business outcomes for strategic client relationships
BB / MBB density
C-Sat score on Value Addition and Contribution

Build domain specific solutions and diagnostic toolkits

Build best practice compendium on key business situations / problems
Develop QE capabilities for business development and support in solutioning for key prospects
Build diagnostic toolkits for key business areas in partnership with business innovation team and operations subject matter experts
Successful cross-sell of Transformation capabilities
Development and application of diagnostic toolkits representing key business footprint
Compelling solutioning from value delivery standpoint

Manage <15% YTD attrition levels at leadership level

Build strong people engagement retention initiatives
Develop strong project lean six sigma mentors (including select talent within operations)
Employee Engagement Score
# of successful BBs / MBBs created

Ensure QA delivery is aligned to client needs and is cost effective for EXL

Develop cost and compliance effective quality model to meet client onshore / offshore requirements
Ensure execution of QA model to meet internal and external QA requirements (including compliance to third party certifications)
Ensure Staff engagement / development programs in line with functional requirements (e.g., QC induction, certification, etc)
Sustain and innovate a culture of independence of Quality Performance reporting across client/ business processes ensuring a true reflection of Client/ end customer experiences/ challenges
Pivot to a Digital/ Smart QA model with a lean human intervention
Expand QE effectiveness in the evolving Platform- Services business model
Meeting QA performance measures (monitoring / feedback targets, precision, QC density)
Satisfactory audits
Employee engagement score
Coverage of eligible QCAs in key interventions (eg., QC Cert)

Compliance to Client/ External/ Internal audit and certifications

Manage external auditors relationship and on- going annual and interim audits
Engage and co-ordinate with internal and external stakeholders pre, during and post audit periods
Optimize cost models for external certifications
Ensure ongoing certifications are kept up to date
NIL audit observations

Person attributes

Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred
Proficient with Minitab software
Proficient with MS-VISIO for flowcharting/process mapping software
Domain Knowledge across P&C Insurance
Knowledge of quality systems (ISO, COPC)
Working knowledge of Transaction Monitoring (QA and QC)
Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
Knowledge of quality assurance, process improvements, domain, etc
Consulting mindset
Strategic focus and strong business acumen
Demonstrates a global mindset
Demonstrates an intellectually agile and analytical approach and thought process
Is a brand ambassador.
Conformance to policies / compliances with auditing skills and eye for details
Ability to coach and give feedback on an ongoing basis.
Interviewing skills
Strong written and verbal communication Skills.
Project management skills and ability to lead in a continually challenging environment

Quality Analyst

EXECUTIVE N - CUST. SERV. TECHNOLOGIST